indicator revealed that 82% of passengers were happy with their experience at Abu Dhabi International Airport (AUH) last year. In addition, 89% of passengers reported their happiness with the airport’s services in March 2018, and 88% in October 2018, which are exceptionally high monthly figures for an international aviation hub.
Abu Dhabi Airports also measures its customers’ satisfaction through its implementation of the Airports Council International’s (ACI) Airports Service Quality (ASQ) survey program since 2006. The company officially started measuring happiness in October 2017 with the implementation of the Interactive Feedback system and additional surveys, where both results are combined and averaged with the aim of achieving a passenger happiness rate of more than 75% by 2019
Abu Dhabi Airports records the happiness of its customers by requesting their input at feedback mounts installed throughout Terminals 1 and 3 at AUH, in addition to conducting monthly surveys in the terminals. Both the feedback mounts and surveys ask passersby if they are happy or unhappy with their overall experience at the airport.
Bryan Thompson, CEO of Abu Dhabi Airports, said: “Providing our customers and passengers with an exciting experience and making sure they are happy with our services and their overall travel experience is among our foremost priorities. We continue to launch initiatives to ensure the happiness and comfort of our passengers and staff, as this is an important part of our commitment to excellence and forms a part of our vision of becoming the world’s leading airports group.”
Abu Dhabi Airports is committed to enhancing its customer experience by celebrating national holidays, providing travellers with special services and the opportunity to win prizes, and making available exceptional offers at its retail and food and beverage outlets. Furthermore, the company launched last year its Customer Happiness Ambassador Program designed to showcase Abu Dhabi’s unique brand of Arabian Hospitality.
In addition, Abu Dhabi Airports continues to ensure a seamless travel experience through the provision of premium and exclusive services such as ultra-fast Super-Fi internet access, remote check-in, and U.S. Customs and Border Protection pre-clearance services, available exclusively in the region at Abu Dhabi International Airport.